The Challenge
Novartis is rebuilding its US CRM operating model around a Customer360 vision. You'll lead the data and AI transformation that powers next-gen customer engagement across one of pharma's largest commercial organizations.
Your Mission
Map current CRM data landscape and AI capability gaps across US organization; establish baseline for transformation roadmap
Build and align cross-functional steering committee with business, IT, and commercial leadership on Data & AI vision and 12-month priorities
Define governance framework and compliance requirements (regulatory, privacy, HIPAA) for all data and AI initiatives
Recruit and onboard core Product Owner team (2-3 direct reports) to support roadmap execution
Deliver first wave of AI-driven CRM improvements (predictive analytics, customer segmentation, or agentic automation) with measurable impact
Establish centralized data foundation and ML model governance; enable self-service analytics for business users
Launch two enterprise-scale process transformation initiatives using data/AI to drive operational efficiency or customer lift
Secure executive sponsorship and budget allocation for year 2 roadmap; demonstrate ROI on pilot programs
KPIs You'll Own
CRM Data Coverage & Quality Score
Percentage of customer data fields integrated, validated, and accessible for analytics; target 85%+ coverage by month 6.
AI Model Adoption & Impact
Number of active ML models in production and measurable business lift (e.g., engagement lift, conversion uplift, efficiency gain).
Time-to-Insight
Reduction in time from business question to actionable insight; benchmark and improve quarter-over-quarter.
Stakeholder Alignment Score
Executive and team feedback on clarity, timeliness, and relevance of Data & AI roadmap and deliverables.
Team Velocity & Delivery Predictability
On-time product release rate and backlog health; target 90%+ delivery predictability.
Tools & Stack
Your Team
Your Manager
VP, Head of CRM Product Management
Current Team
Reporting structure unclear; will inherit or build team of Product Owners and possibly data engineers/analysts
New hires expected: 2-3 Product Owner direct reports and supporting data/ML resources
The Package
Salary
$180K-$220K base
Variable
Likely annual performance bonus (15-25% typical for pharma director-level roles)
Equity
Possible stock or ESPP if public company; details TBD
Remote
On-site only (East Hanover, NJ). No remote flexibility. 20% domestic/international travel required.
Benefits & Perks
Company Intelligence
Novartis is a global pharmaceutical leader focused on transforming medicine through advanced technology and data-driven innovation. The Insights and Decision Science (IDS) team enables smarter, patient-centric decision-making across the US commercial organization. This role sits at the intersection of CRM transformation and AI adoption in one of pharma's most strategically important functions.
Customers
Global healthcare providers, payers, patients; US commercial focus
Culture
Data-driven, collaborative, mission-focused on patient outcomes; enterprise governance and compliance culture
Is This Role For You?
- You've led product or data strategy in large, regulated enterprises (pharma, healthcare, fintech) and navigate governance/compliance without friction
- You're comfortable being hands-on: writing requirements, translating business needs into technical specs, and unblocking teams daily
- You have direct experience owning AI/ML roadmaps or advanced analytics initiatives from strategy through production deployment
- You thrive in matrix organizations, build alignment across 5+ stakeholder groups, and communicate nuance to both execs and engineers
- You're energized by transformational change and can measure success in business impact, not just feature velocity
- You need flexibility or remote work; this role is on-site only in New Jersey with 20% travel non-negotiable
- You lack experience in regulated industries or regulatory/privacy compliance (HIPAA, FDA, GDPR) is new territory for you
- You prefer individual contributor or technical deep-dive roles over leadership, cross-functional orchestration, and team building
- You expect to hit the ground running on day 1; this role requires 6+ months of strategy and discovery before major wins are visible
Interview Process
Screening Call (30 min)
Recruiter screens for CRM, data, AI, and pharma/healthcare background fit
Hiring Manager Interview (60 min)
VP of CRM Product Management explores your vision for data/AI transformation, team leadership, and cross-functional collaboration
Technical Deep-Dive (60 min)
Discussion with senior data/analytics leader on ML modeling, data governance, and practical AI implementation challenges
Business Case or Take-Home (60-90 min async)
You'll define a Data & AI roadmap for a hypothetical CRM scenario or review and improve a sample product strategy
Executive Alignment (45 min)
Meet with Head of IDS or Chief Commercial Officer to discuss strategic fit and organizational impact
Interested in this role?
Apply now and hear back within days, not weeks.
Get alerts for crm lifecycle jobs
Weekly email. Unsubscribe in one click.
Offres du même type
CRM Marketing Manager, LATAM
Jobflarely • Anywhere
Director, Lifecycle Marketing
Rocket Lawyer • Anywhere
CRM Marketing Coordinator - Fashion Brand NYC
Fourth Floor • New York, NY
Lifecycle Marketing Offer Strategist
Shake Shack • New York, NY
About CRM & Lifecycle Roles
CRM & lifecycle marketers own the post-acquisition journey. They design onboarding sequences, retention campaigns, win-back flows, and loyalty programs that maximize customer lifetime value.